Manager, Account Coordination

accessiBe•New York, NY

21d•$80,000 - $95,000•Remote

About The Position

accessiBe is the market leader in web accessibility, dedicated to making websites accessible for people with disabilities. The company fosters a passionate environment where employees share a common goal of breaking down accessibility barriers. They value excellence, sincerity, and determination, and are looking for individuals who thrive in a rapidly changing environment. The internet's inherent openness is a core belief, and accessiBe provides businesses with AI-powered tools to achieve web inclusivity. This role is for someone who is driven by the mission and also seeks commercial success. This is a player-coach position where the individual will manage a portfolio of long-tail accounts while leading a team of two Account Coordinators. This team is responsible for first-line customer communication, high-volume account management, and identifying early indicators for customer retention and expansion. It's an early leadership opportunity with potential for growth in scope as the team expands. The ideal candidate will be proactive in building and improving processes rather than just managing existing ones.

Requirements

2–4 years of experience in account management, customer success, or a similar post-sale role in a B2B SaaS environment.
Experience handling volume, including high-touch at scale.
Some leadership experience, even informal: you’ve mentored someone, run a process, or stepped up when it mattered.
Familiarity with SaaS retention metrics (NRR, GRR, churn) and comfort owning a number.
Organized, fast, and detail-oriented - ability to manage a packed queue without dropping anything.
High EQ: ability to de-escalate frustrated customers and coach junior reps.
Genuine care for accessibility and inclusion.

Responsibilities

Manage a portfolio of long-tail accounts through the full post-sale lifecycle: onboarding, adoption, renewal, and expansion.
Handle a high volume of inbound and outbound customer communication with speed and precision.
Identify churn signals early and act on them before they become problems.
Surface upsell and cross-sell opportunities within your accounts and coach your team to do the same.
Run weekly 1:1s with your two Account Coordinators — listen to calls, review emails, give real feedback.
Be the escalation point for your team’s toughest customer situations.
Set clear expectations, hold your team accountable, and celebrate wins loudly.
Help develop the playbooks, processes, and habits that will scale as the team grows.
Own your team’s retention and expansion metrics — GRR, NRR, renewal rate.
Report to leadership with accuracy and transparency.
Think commercially: a healthy customer is a growing customer.